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Insurance Purchase Terms

Background
These Insurance Purchase Terms, together with any and all other documents referred to herein, set out the terms under which Services are provided and the Insurance Policies are sold through this website, https://www.eleos.co.uk (“Our Site”).
Please read these Insurance Purchase Terms carefully and ensure that you understand them. You will be required to read and accept these Insurance Purchase Terms when applying for an Insurance Policy. If you do not agree to comply with and be bound by these Insurance Purchase Terms, you will not be able to be provided with Our Services or apply for a Policy through Our Site. These Insurance Purchase Terms are in the English language only.

IMPORTANT NOTE:

Eleos Life Limited acts as an insurance intermediary and as such does not provide or underwrite any insurance itself.

1. Definitions and Interpretation
1.1 1.1 In these Insurance Purchase Terms, unless the context otherwise requires, the following expressions have the following meanings:
“Application” means your application for the Insurance Policy;
“Application Confirmation” means our acceptance and confirmation of your insurance Application;
“Insurance Policy” means the insurance policy forming the substance of the Application following the provision of the Services;
“Services” means the insurance intermediary services which are to be provided by us to you as set out in clause 5; andmeans the insurance intermediary services which are to be provided by us to you as set out in clause 5; and
“we/us/our” Means Eleos Life Limited a company registered in England under number 140010855 whose registered address is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
“Insurer” Means underwriter and administrator of the Insurance Policy you buy through us.
2. Information About Us
Our Site, is owned and operated by Eleos Life Limited a limited company registered in England under number 140010855 whose registered address is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
Registered address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
3. Access to and Use of Our Site
3.1 Access to Our Site is free of charge.
3.2 It is your responsibility to make any and all arrangements necessary in order to access Our Site.
3.3 Access to our Site is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue our Site (or any part of it) at any time and without notice. We will not be liable to you in any way if our Site (or any part of it) is unavailable at any time and for any period.
3.4 Use of our Site is subject to our Site Usage Terms here. Please ensure that you have read them carefully and that you understand them.
4. Age Restrictions
Consumers may only make an Application through our Site if they are at least 18 years of age.
5. Our Services
5.1 Eleos Life Limited is an 'Appointed Representative' of Innovative Risk Labs Limited which is authorised and regulated by the Financial Conduct Authority (reference number 609155) to carry on insurance distribution activities in relation to general (non-investment) insurance contracts and certain consumer credit activities This means we can carry out certain regulated business on behalf of Innovative Risk Labs Limited. You do not have to pay us any fees to use our Services. When you buy an Insurance Policy through us, the insurance will pay us a commission for the Services we have provided. Further information can be obtained on request.
5.2 Details of any other fees or charges that you may be obliged to pay (for example administration charges or cancellation fees) are determined by the Insurer, not us, but will be clearly set out before you commit to buying any Insurance Policy.
5.3 Before buying insurance through us, you should read the relevant insurance contract with the Insurer. The insurance contract covers any terms and conditions between you and the Insurer.
5.4 During the provision of our Services, we will collect and utilize certain personal data from you in order to provide you with a tailored quote for insurance products (such as life, income protection, and critical illness). In order to fully explain the options available to you and for us to obtain relevant information, we may contact you by telephone via the number you provide to us. You will receive a text message with instructions as to how to opt-out of this feature at any time if you so wish. A WhatsApp contact number will also be available to you if you have any questions. We will not offer advice or recommendations at any point during our provision of the Services. However, we will ask you some questions to help narrow down the selection of quotes that we can provide details on. It will be up to you to make your own choice about which option is right for you. We may liaise with you regarding any quotes provided online via email or phone call. This means we act as an insurance intermediary and as such, we do not provide or underwrite any insurance ourselves.
5.5 It is your responsibility to provide complete and accurate information to us and the Insurer at all times, including when you apply for and buy your Insurance Policy. It is important that all statements you make and all questions you answer are complete, true and accurate. The validity of the Insurance Policy depends on the information you provide.
5.7 The Insurer will set the terms and the premium of an Insurance Policy. We do not control the premium or terms relating to insurance quotes that we provide to you. We cannot guarantee that you will be able to purchase the Insurance Policy for the premium quoted and we do not accept any liability for any loss resulting from any change to the premium, availability or validity of a quote. If you obtain a quote through us, it will state how long it is valid for or any special terms by following the provided links. Any quote we may provide is subject to an Insurer’s request for additional information from you in relation to your health or lifestyle. This additional information you provide may affect your premium.
5.8 The premium of an Insurance Policy will be provided to you prior to purchase. Please be aware however that premiums may rise during the term of an Insurance Policy
5.9 All premiums are checked by us when we process your Application. In the unlikely event that we have shown incorrect premium information, we will contact you in writing before proceeding with your Application to inform you of the mistake and to ask you how you wish to proceed. We will give you the option to purchase the Insurance Policy at the correct premium or to cancel your Application. We will not proceed with processing your Application until you respond.
6. Provision of the Services
6.1 As required by law, we will provide the Services consistent with best practices and standards in the insurance intermediary market and in accordance with any information provided by us about the Services and about us.
6.2 We will make every reasonable effort to provide the Services in a timely manner. We cannot, however, be held responsible for any delays if an event outside of our control occurs. Please refer to Clause 9 for events outside of our control.
6.3 If we require any information or action from you in order to provide the Services, we will inform you of this as soon as is reasonably possible.
6.4 If the information you provide or the action you take under sub-Clause 6.3 is delayed, incomplete or otherwise incorrect, we will not be responsible for any delay caused as a result. Furthermore, if the information provided by you is incomplete or incorrect, the Insurance Policy may be cancelled by the Insurer, meaning the Insurer can refuse to pay a claim, or may not pay a claim in full.
6.5 In certain circumstances, for example where there is a delay in you sending us information or taking action required under sub-Clause 6.3, we may suspend the Services (and will inform you of that suspension by email).
6.6 Claims and any changes in personal circumstances or personal data should be notified to the Insurer as soon as possible. If such changes are not notified on time, an Insurer may refuse to deal with your claim or reduce the amount you receive from them. We cannot intervene with the Insurer on your behalf.
6.7 If you purchase an Insurance Policy, the details of your cancellation rights are included in the relevant insurance contract. Your insurance contract will include a cancellation clause for the Insurer in certain circumstances. You should ensure you understand when this might happen before you enter into the insurance contract.
6.8 We may need certain information from you on behalf of the Insurer, and failure to provide such information can result in the cancellation of an existing insurance Policy and/or not being allowed to buy an Insurance Policy.
6.9 The ultimate decision whether to offer the cover or not rests exclusively with the Insurer.
7. Problems with the Services and Your Legal Rights
7.1 We always use reasonable endeavours to ensure that our Services are trouble-free. If, however, there is a problem with the Services please contact us as soon as is reasonable possible via email.
7.2 We will use reasonable endeavours to remedy problems with the Services as quickly as is reasonably possible and practical.
7.3 As a consumer, you have certain legal rights with respect to the purchase of insurance and the right to a cooling off period as detailed in Insurance Policy documents. For full details of your legal rights and guidance on exercising them, it is recommended that you contact your local Citizens Advice Bureau or Trading Standards Office.
8. Our Liability
8.1 We will be responsible for any foreseeable loss or damage that you may suffer as a result of our breach of these Insurance Purchase Terms or as a result of our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or negligence or if it is contemplated by you and us when the Application is made. We will not be responsible for any loss or damage that is not foreseeable.
8.2 Nothing in these Insurance Purchase Terms seeks to exclude or limit our liability for death or personal injury caused by our negligence (including that of our employees, agents or sub-contractors); or for fraud or fraudulent misrepresentation.
8.3 Nothing in these Insurance Purchase Terms seeks to exclude or limit our liability for failing to perform the Services with reasonable care and skill or in accordance with information provided by us about the Services or about us.
8.4 Nothing in these Insurance Purchase Terms seeks to exclude or limit your legal rights as a consumer. For more details of your legal rights, please refer to your local Citizens Advice Bureau or Trading Standards Office.
8.5 We do not accept any responsibility for any loss or damage you may incur as a result of the acts or omissions of the Insurer.
9. Events Outside of Our Control (Force Majeure)
9.1 We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, industrial action by third parties, civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism, acts of war, governmental action, epidemic or other natural disaster, or any other event that is beyond our reasonable control
9.2 If any event described under this Clause 9 occurs that is likely to adversely affect our performance of any of our obligations under these Insurance Purchase Terms:
9.2.1 Nothing in these Insurance Purchase Terms seeks to exclude or limit our liability for failing to perform the Services with reasonable care and skill or in accordance with information provided by us about the Services or about us.
9.2.2 Nothing in these Insurance Purchase Terms seeks to exclude or limit your legal rights as a consumer. For more details of your legal rights, please refer to your local Citizens Advice Bureau or Trading Standards Office.
9.2.3 We do not accept any responsibility for any loss or damage you may incur as a result of the acts or omissions of the Insurer.
9.2.4 We do not accept any responsibility for any loss or damage you may incur as a result of the acts or omissions of the Insurer.
10. Communication and Contact Details
10.1 If you wish to contact us with general questions or complaints, you may contact us by telephone at 0808 196 1113, or by email at help@eleos.co.uk.
10.2 For matters relating to our Services or your Application, you may contact us by telephone at 0808 196 1113, or by email at help@eleos.co.uk.
10.3 For matters relating to cancellations and changes to your policy, please contact the Insurer as provided in your Insurance Policy documents.
11. Complaints and Feedback
11.1 We always welcome feedback from our customers and, whilst we always use all reasonable endeavours to ensure that your experience as a customer of ours is a positive one, we nevertheless want to hear from you if you have any cause for complaint.
11.2 If you feel dissatisfied with any aspect of our Services, then in the first instance please contact customer support at help@eleos.co.uk. We will immediately carry out an independent investigation of your complaint and will provide a written response.
11.3 If we are unable to resolve your complaint to your satisfaction and you are an eligible complainant as defined by the Financial Conduct Authority, you will have recourse to the Financial Ombudsman Service. Details of the Financial Ombudsman Service are:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
complaint.info@financial-ombudsman.org.uk
020 7964 1000 (switchboard)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)
0800 023 4 567 – Calls to this number are now free on mobile phones and landlines
0300 123 9 123 – Calls to this number cost no more than calls to 01 and 02 numbers
12. How We Use Your Personal Information (Data Protection)
We will only use your personal information as set out in our Data Privacy Policy and Cookie Policy.
13. Complaints and Feedback
13.1 We may transfer (assign) our obligations and rights under these Insurance Purchase Terms to a third party (this may happen, for example, if we sell our business). If this occurs, you will be informed in writing. Your rights under these Insurance Purchase Terms will not be affected and our obligations under these Insurance Purchase Terms will be transferred to the third party who will remain bound by them.
13.2 If any of the provisions of these Insurance Purchase Terms are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Insurance Purchase Terms. The remainder of these Insurance Purchase Terms shall be valid and enforceable.
13.3 No failure or delay by us in exercising any of our rights under these Insurance Purchase Terms means that we have waived that right, and no waiver by us of a breach of any provision of these Insurance Purchase Terms means that we will waive any subsequent breach of the same or any other provision.
13.4 We may revise these Insurance Purchase Terms from time to time in response to changes in relevant laws and other regulatory requirements.
13.5 The Insurer is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from this scheme if they cannot meet their obligations to you. For additional information about compensation scheme arrangements the FSCS can be contacted at www.fscs.org.uk or via phone on 0800 678 1100.
14. Law and Jurisdiction
14.1 These Insurance Purchase Terms, and the relationship between you and us (whether contractual or otherwise) shall be governed by, and construed in accordance with the laws of England & Wales.
14.2 if you are a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in Sub-Clause 14.1 above takes away or reduces your rights as a consumer to rely on those provisions.
14.3 If you are a consumer, any dispute, controversy, proceedings or claim between you and us relating to these terms, or the relationship between you and us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.
14.4 If you are a business, any disputes concerning these terms, the relationship between you and us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England & Wales.
Effective from 27 July 2023
Eleos Life Limited (FRN: 998550) is authorised and regulated by the Financial Conduct Authority. Eleos Life Limited is a company registered in England and Wales (Company Number 14010855), with its registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
©Eleos Life Limited 2024